All calls answered
Within 15 minutes
Service Level Agreement
Our contractual commitments for IT support response times and service delivery standards
Our Service Commitment
GRANULAR IT has a contractual target (Service Level Agreement – SLA) for working on any IT problem, including providing on-site support where needed. Our target is to achieve greater than 90% of these SLAs.
Helpdesk Services
Proactive server monitoring
24/7
Hours of service
Mon-Fri 9am-6pm (out of hours support available)
Technical Support Response Times
Priority 1
Entire system unavailable – e.g. server, internet, email, network failure
Response within 10 minutes and on-site within 3 working hours
Priority 2
Business-critical system unavailable for individual user
Begin fix within 2 hours and on-site by next working day
Priority 3
Individual users with intermittent problems
Begin fix within 8 hours and on-site response within 3 working days
Project Installation
Installation of PCs, software, peripherals
3 working days after delivery
Major project inc new servers, office moves, software roll-outs etc
3 working days after delivery
Service Functions
Remote Technical Support
We provide remote technical support for your desktops, servers, and networked equipment. If a support call cannot be fixed remotely, an onsite engineer will be sent out.
- Call answering, logging, and escalation
- Call monitoring
- Immediate fault fixing by telephone (when possible)
- Advice and assistance
- Controlled call closure
- Suggestions for upgrades, system changes, and user training
- Remote control support of users (provided facilities are available)
Installation Functions
- Needs analysis
- Procurement advice
- Scheduling
- De-installation and de-commissioning
- Asset management database update
- Single user installations e.g. PC build
Support Functions
- Technical analysis
- User liaison
- Problem resolution
- Call resolution
System Administration Functions
- Daily pro-active server monitoring and reporting
- 24/7 pro-active server monitoring (e.g. backups, anti-virus, capacity)
- Server service pack updates, as required
- User administration (creation, deletion, and amendment of accounts & security rights)
- Printer administration
- Server management
- Capacity monitoring
- System backup monitoring
Additional Project Work
GRANULAR IT will charge extra for any project work, having produced a separate, written proposal for any major or standard project.
Office relocations
Server installations
Software development
Networked application and client/server installations
Coordinated roll-outs of multiple desktops or applications (e.g. Installation of anti-virus software on multiple machines)
Network equipment installations and shared equipment (e.g. networked scanners, network printers, hubs, routers, switches, and firewalls)
Questions About Our SLA?
Contact our team to discuss your specific requirements and how our Service Level Agreement can support your business.